Returns

[msadlady]

I have a customer who bought an item from me which was broken during shipment. I  have never had this happen before in all the years I have been with Ebay,so I don't know how to proceed. (I will,of course)refund her money,but do I ask her to ship the broken pieces back in original wrappings or do I just issue a refund? Do I refund the shipping as well,or just the money for the item? Please help as soon as possible because I want to get this done.

Thanks.

[green-night]

but do I ask her to ship the broken pieces back in original wrappings or do I just issue a refund? 

I'd issue a refund.    Otherwise you are paying return shipping to get back something you will throw away.  

[myboardid]

Youa re allowed to require a return before you refund, but you will have to pay for the return shipping.  And you must refund the entire amount the buyer paid, including the original shipping cost. 

[flyerfandan999]

Did you take shipping insurance on the item, or did your method of shipment come with some form of insurance?  If so, contact the insurer to see how to file a claim.   If so, contact the Buyer and request that they retain the item and all packing materials and container until you find out if the insurer needs to see them.